Premium Client Manager at DigiCert, Inc.

Job summary

• As a Premium Client Manager, you will manage some of DigiCert’s largest Enterprise PKI, IOT and TLS clients where you will be responsible for building and maintaining strong relationships. The role serves as a primary point of contact, ensuring the client’s needs and objectives are met through proactive communication, strategic planning and cross functional collaboration with internal teams such a Product, Services, Support and Compliance and Sales. 
• DigiCert’s Premium clients receive a higher level of support, faster response times, proactive information about service updates and support escalation to make sure they receive the right level of service at the appropriate time. The ideal candidate will be adept at managing multiple accounts, resolving issues quickly and identifying opportunities to drive growth and enhance client satisfaction.

What you will do

• Understand and articulate a customer’s business objectives and the impact DigiCert’s solutions have on their business objectives
• Understand how our customers are utilizing DigiCert’s security solutions and recommend additional features that can be leveraged to increase their security posture
• Develop and proactively manage strong relationships with internal personnel in all functional areas of DigiCert including Sales, Support and Product Management
• Present customer business reviews to executive business owners and technical customer contacts as well as internal stake holders
• Monitor service renewals and expirations to avoid disruption to service
• Communicate upcoming changes which may impact services
• Provide expert level escalation management techniques and effectively communicate ongoing status of technical issues to key stakeholders
• Manage customer lifecycle to ensure customer’s business goals are met and they realize value in their investment
• Drive and maintain a high level of customer satisfaction
• Assist Sales account managers with the renewal of all entitlements and solutions for your customers
• Provide accurate and timely reporting to meet both internal and customer requirements
• Invest in ongoing self-development to acquire industry relevant skills necessary to satisfy your customer’s needs (i.e., Security+ certification)

What you will have

• 2+ years customer success/relationship/account management experience in the Digital Security, SaaS or Software sector
• Previous experience with Sales Engineering, Customer Service, or other customer-facing roles (desired) 
• Previous experience with project management / PMP, CAPM, or other Project Management certification (desired) 
• Tertiary qualification (advantageous) 
• Digital Security Industry certification (advantageous) 
• Experience with CRM tools such as MS Office Suite and Salesforce
• Willingness to work 17h00 – 02h00 SAST (Monday - Friday)
• Demonstrable ability to work well in a fast-paced, challenging environment as part of a dynamic team of professionals and can communicate effectively in group settings as well as to senior management 
• Ability to analyze complex situations and work cross-functionally towards a solution 
• Demonstrates the ability to use organizational skills to create a productive process that the larger team can understand and follow efficiently 
• Strong organizational skills and very detail oriented, with experience developing and maintaining best practices 
• Experience working with enterprise customers, with the ability to diffuse complex customer challenges 
• Customer Centric mindset, with a focus on delivering exceptional service and understanding client needs
• Excellent written and verbal communications skills

What you will do 

• Review incoming application forms, validate and submit to DigiCert's technical department
• Engage with external customers and internal stakeholders via phone, live chat, video calls and email
• Research customer organizations and verify contact details online
• Identify, document and alert managers of customer-call trends
• Execute DigiCert's validation process according to our internal documentation
• Analyze validation test-data to determine whether systems or processes have met our validation criteria or to identify root causes of production problems
• Coordinate the implementation or scheduling of validation testing with affected departments and team members
• Learn product features and gather customer requirements to confer with management
• Determine validation objectives and standards with internal managers
• Create, populate, or maintain databases for tracking validation activities, test results, or validated systems
• Process incoming and outgoing mail

What you will have 

• Professional working proficiency in French & English (essential)
• 1+ years’ experience in a customer service or similar role 
• Tertiary qualification (advantageous)
• Proven track-record in evaluating and mitigating risk
• Detail-orientation, aptitude to learn, high level of self-motivation, high degree of curiosity and ability to work independently
• Excellent written and verbal communication skills
• Tool experience: Microsoft Office and other software applications